Job Purpose:
The Operations Manager is responsible for the day-to-day supervision and administration of the client's Technology Service Desk. This role ensures seamless, high-quality support for end users by coordinating staffing, technical resources, and operational workflows. The Operations Manager serves as the primary authority over Tier I and Tier II support functions, driving compliance with service standards, overseeing incident response, and implementing process improvements to optimize service delivery.
Responsibilities:
- Direct and coordinate all support desk workflows (calls, chats, emails, tickets) to ensure timely, professional resolution of user requests.
- Supervise, schedule, and provide guidance to Tier I and Tier II support personnel, including shift leads, to maintain effective 24x7x365 coverage.
- Oversee staff onboarding and offboarding in compliance with federal suitability/clearance requirements and contract deadlines.
- Conduct routine operational reviews, monitor performance, identify resource gaps, and respond quickly to changes in demand or incident volume.
- Provide leadership and mentorship to service desk staff to strengthen capability and improve performance.
- Act as the escalation point for complex service desk incidents requiring higher-level intervention.
- Ensure accurate and rapid communication of service outages, degradations, or staffing impacts to leadership and stakeholders.
- Prepare and deliver daily, weekly, and monthly reports on performance metrics, SLA compliance, event summaries, and after-action items as required by the contract.
- Collaborate with the Program Manager, Training Lead, and Quality Control Lead to align daily operations with mission and contract goals.
- Other duties as assigned.
Education and Experience:
- Bachelor's degree in Information Technology, Business, or a related discipline.
- Prior federal contract experience supporting enterprise-scale service desk operations.
- Minimum of three (3) years of experience managing a 24/7 IT Service Desk operation with at least 50 staff.
- Demonstrated experience managing Service Desk operations in alignment with HDI and ITIL best practices.
- Hands-on experience with ServiceNow or equivalent ITSM platforms.
- Experience with the Automated Commercial Environment (ACE) Account Service Desk (ASD) or related Tier I/Tier II operations preferred.
- Strong leadership, organizational, and communication skills, with proven ability to manage geographically dispersed teams.
- Experience with workforce management, quality assurance, knowledge management, and integrating customer feedback into operations.
- Ability to work effectively with government stakeholders, contractors, and cross-functional teams.
Strativia understands that our staff is our number one asset. Therefore, we provide competitive salaries and health benefits along with robust training and development plans to help ensure that our employees are happy and motivated. If you are interested in the opportunity above please contact us and join a dynamic, fun and, fast-growing organization.
Strativia is an Equal Opportunity Employer and strives for diversity. Strativia in accordance with applicable law, does not discriminate in hiring or otherwise in employment on the basis of race, color, religion, sex, national origin, age, marital or veteran status, disability, sexual orientation, or any other legally protected status. EOE/AA/Vets
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Strativia
Sep 09, 2025